Job Description

Senior Service Advisor
Location: Mercedes-Benz of Balckburn
Hours: 47.5 hours per week, including Saturday mornings on a rota basis
Salary: Competitive Basic Salary Including an OTE
Benefits: 25 days annual leave plus bank holidays, life assurance, pension scheme, wellbeing support, employee discount for servicing and popular retailers, as well as a purchase discount scheme
Bonus Schemes: OTE and bonus scheme which can be discussed further at interview

Who we are

Marshall Motor Group was established in 1909 by David Gregory Marshall, in a small lock-up garage in Brunswick Gardens, Cambridge and we are now the UK’s 7th largest motor retail group (AM100 11/24).

We operate 147 franchise stores representing 25 manufacturer car, van, truck and bike brands across 34 counties in England.

Our vision is to be the UK’s premier automotive retail group as recognised by our colleagues, customers and business partners. To achieve our vision we will create a people centric culture, as well as operate as retailers who deliver retailing excellence and are regarded as an employer of choice.

We are part of the Constellation Automotive Group which is the largest vertically integrated digital used car marketplace in Europe giving you peace of mind and transparency that you are dealing directly with a trusted company.

The role

As a Senior Service Advisor, you play a vital role in the store, being the point of contact between the customers and our workshop. You will be based front of house in the showroom, so need to be passionate about helping customers. Your first couple of weeks will include our Marshall Customer Journey induction programme, shadowing opportunities and a buddy system, all designed to help you settle into your new role.

Who you are

• Previous Service Advisor experience is essential
• A Current Service Advisor looking to take the next step in your career
• You will be passionate about the customer journey and giving a great customer experience
• You are comfortable working to deadlines and managing customer expectations with regular communication and updates
• You will have strong attention to detail and organised as you will manage your own customer base and workload
• Feel confident supporting with complex customer issues professionally and leaning on management for guidance where necessary
• Tech savvy, ideally having used CRM systems in the past

What you’ll do

• Establish and manage the customer relationship ahead of their booking, greeting them on arrival
• Training and Supporting new members of the Service department
• Be a pivotal point of contact and utilise your existing skills to ensure your team are consistently highly performing and achieving set KPI’s and targets
• Supporting the customer’s experience through their Marshall journey in a positive and proactive manner
• Act as an advocate for the business and the customer as the subject matter expert, supporting their decision making to achieve desirable outcomes
• Complete all administration duties linked to the customer in an accurate and sympathetic manner
• Proactively supporting the customer with future requirements
• Working as part of a team to drive outstanding customer service and retention

If you would like to know more about this opportunity for a career at Marshall Motor Group, apply online and one of our recruitment specialists will be in touch.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

#INDKG

Job Types: Full-time, Permanent

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• Cycle to work scheme
• Health & wellbeing programme
• Referral programme
• Store discount

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• service advisor: 2 years (required)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Reference ID: REQ10394